Position: Line Manager (Greek Speaker)Location: Porto, PortugalEmployment Type: Full-timeRemuneration: Base salaryJob OverviewWe are seeking a dedicated and dynamic Line Manager with native or fluent Greek language skills to lead a team of Customer Service Representatives (CSRs) in Porto, Portugal. In this role, you will be responsible for driving performance, ensuring client satisfaction, and supporting your team in handling customer interactions across multiple channels. You will have the opportunity to foster a collaborative environment, implement innovative strategies, and contribute to the continuous improvement of our services.Duties And ResponsibilitiesLead and develop a team of around 15 CSRs to achieve performance targets and ensure quality service delivery.Actively manage team performance using relevant systems, ensuring accurate documentation and process adherence.Conduct performance analysis, coach team members, and hold regular sessions for ongoing development.Monitor CSR interactions regularly to ensure client requirements are met, offering real-time coaching to enhance productivity and quality.Provide transaction support to ensure service levels are maintained, keeping productivity and operational goals aligned.Organize team meetings to encourage participation, innovation, and continuous improvement.Support CSRs in handling interactions across various channels including calls, chat, and email.Implement company strategies and contribute to department planning, ensuring compliance with internal policies such as GDPR and GECSP.Drive continuous improvement by motivating the team and implementing innovative ideas.RequirementsNative or fluent in Greek (verbal and written) with strong English proficiency.A minimum of 2 years of experience in customer experience management or a related industry.A higher education degree is required.Proficient in Microsoft Office (Excel, Word, PowerPoint) and familiar with internet applications and project management tools.Strong interpersonal and leadership skills with a focus on team-building, coaching, and mentoring.A results-driven, achievement-oriented mindset with a high level of job motivation.Familiarity with project management and reporting tools (training will be provided if necessary).BenefitsCompetitive remuneration package based on experience, skills, and performance.Join a dynamic, multicultural, and multilingual team with a positive and collaborative environment.Opportunities for personal and professional growth within a forward-thinking global organization.Comprehensive training and development programs, including coaching and project management tools.The chance to drive innovation and contribute to continuous improvement initiatives.Exposure to diverse languages and cultures through global customer interactions.Involvement in strategic planning and participation in company-wide initiatives.Skills: continuous improvement, customer, greek, management, csrs, project management
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